The implementation of quality management systems in service organizations

Adolfas Kaziliūnas

Abstract


In the present article, the author analyzes different patterns of the implementation of quality management systems in service organizations and examines the performance outcomes which are associated with it. The research shows that organizations with different quality management system implementation patterns have significantly different performance outcomes. A mature quality management system should include a consideration of success factors for the benefits of quality management system implementation from the early phases of its planning and designing processes. By requiring that all processes and procedures be documented, the ISO 9000 standard is undoubtedly commonly associated with control-oriented organizations. There is an interesting relationship between the reasons of ISO 9001 quality management systems implementation and the corresponding performance outcomes. Very important is correct maintenance of a quality management system during the post-certification period.

Keywords


quality management systems; ISO 9000 standards; certification; quality management

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"Public Policy and Administration" ISSN online 2029-2872 / ISSN print 1648-2603